Study: Concerns about retail crime pushes shoppers online
Retail crime has some consumers opting for online shopping instead of in-store visits.
Approximately one-third of consumers view retail crime as a serious issue, according to a survey from technology solution company Flock Safety and government technology company Zencity. Nearly six-in-10 (58%) shoppers prefer online shopping due to crime concerns, and 63% who have witnessed retail crime are more likely to shop online.
Efforts by retailers to secure merchandise are being noticed. Nearly two-thirds (63%) of consumers have noticed locked shelves or items behind a counter, while 59% have observed video cameras inside or outside stores. Just over half (51%) of consumers report waiting over five minutes to access items in stores with locked merchandise.
Overall, consumers support stronger security measures to deter crime. Nearly half (45%) of consumers favor using technology to combat organized retail crime, with support rising to 52% in major metro areas. More than half (54%) say license plate recognition (LPR) cameras can help deter retail theft, and 62% believe recorded security video increases store safety.
Between 2022 and 2023, shoplifting incidents increased by 26%, according to the National Retail Federation, with 42% of these cases involving acts of violence. Retail theft resulted in store losses of over $121 billion in 2023, and projections suggest it could surpass $150 billion by 2026, according to data from Capital One.
“The data shows that people don’t just want to talk about safety, they want action,” said Michael Simon, chief strategy officer at Zencity. “American consumers want to feel safe while shopping, and are eager for retailers to adopt new technology to restore a safer, more welcoming, and more convenient shopping experience. It stands to reason that retailers who recognize this trend in public opinion and take action will be better positioned to encourage more in-store shopping from their customers.”
[READ MORE: Two ways to protect stores while prioritizing the customer experience]
The survey was conducted with 3,522 respondents, recruited between Dec. 21, 2024, and Jan. 13, 2025, using targeted ads across various platforms, including social media and apps for Android and iOS, and online survey panels.
